Site Reliability Engineer

Site Reliability Engineer – Product Support Analyst

Location:

Irvine, CA (Hybrid)

This is a W2 contract position – C2C, 1099, and 3rd party candidates will not be considered.

The Site Reliability Engineer – Product Support Analyst will design, deploy and configure various customer-facing infrastructures, applications, and services. They are responsible for ensuring the reliability and high-quality performance of leading Front of House platforms, specifically the electronic Prep system (Prep

E). This role directly impacts the business by empowering our software development teams to deploy Agile enhancements to this cutting edge platform via monitoring and alerting around system health and defect leakage, while enriching the documentation and troubleshooting processes used to support the platforms at the restaurant level. With this position, you’ll have the opportunity to work with industry-leading tools such as Data Dog, Amazon Lambda, Retool, and Grafana.

• Lead Front of House platform support for the electronic Prep system (Prep
  
  E), ensuring consistent, high-quality service and system reliability.
• Support the enhancement of our monitoring and alerting solutions (Data Dog, Grafana, AWS Lambda).
• Take a proactive, hands‑on approach to technical troubleshooting, diving deep into issues to identify root causes and implementing technical improvements.
• Enrich the knowledge base and troubleshooting processes used to support the systems at the restaurants.
• Build tools and automation solutions that streamline support processes, reduce manual effort, and improve system reliability.

• Design and manage Cloud infrastructure and services that meet enterprise‑grade SLA standards.
• Resolve customer escalations and help prevent reiteration of those incidents by creating processes, procedures, and automations.
• Monitor, diagnose, and resolve urgent production issues during periods potentially off normal business hours.
• Create and deploy scalable monitoring systems for massively growing global infrastructure.
• Write, augment, and maintain production documentation.
• Learn routine assignments of limited scope and complexity.
• Follow practices and procedures to solve standard or routine problems.
• Receive general instructions on routine work and detailed guidance from more senior members on all new tasks; work is typically reviewed in detail at frequent intervals for accuracy.

• At least 1‑3 years’ experience in Observability, Software Engineering, Automation, Dev Ops, or the SRE space.
• Strong communication, presentation, and problem‑solving skills, with a proven ability to translate business requirements into technical solutions; skilled storyteller who can engage stakeholders at all levels.
• Some familiarity with software development, including SDLC and CI/CD principles, basic understanding of object‑oriented programming and scripting languages, and Infrastructure as Code.
• Ability to build stable internal working relationships, and communicate and seek guidance/feedback regularly from more senior members of the team while primarily interacting with supervisors, project leads, mentors, or other professionals in the same discipline.
• Ability to explain facts, policies, and practices related to discipline.
• Strong conceptual knowledge of theories, principles, and practices within discipline and industry.
• A minimum of a Bachelor’s Degree in Information Technology, Business, or other related field.

Note:

This is a W2 contract position – C2C, 1099, and 3rd party candidates will not be considered.